Customer Services Analyst - 2nd Line (iSAMS) - #1707426

The Vacancy

Step into the spotlight and become the person our customers rely on when no one else is online.

At IRIS, we help schools around the world run smoothly with our award-winning iSAMS software. Now we’re looking for someone confident, capable, and calm under pressure to own the evening shift and support our customers across North America.

You’ll be the go-to expert from 4pm to midnight, Monday to Friday—solving problems, logging tickets, keeping things moving, and making a real impact behind the scenes.

This isn’t just another service desk job. It’s your chance to shine, take the lead, and become the trusted name customers turn to when the rest of the UK team clocks off.

If you’ve got support experience—and maybe even some leadership know-how—you could be exactly who we’re looking for.

What Will You Be Doing?

• Taking ownership of customer queries via our helpdesk, phone, and email
• Troubleshooting software issues and escalating when needed
• Logging updates, keeping everything tidy, and categorising tickets correctly
• Spotting patterns and raising flags when bugs or trends appear
• Keeping documentation fresh and sharing insights with the team
• Supporting new starters and helping customers get the best from iSAMS.

Who Are We Looking For?

• Experience in a service desk or customer support environment
• Confidence using ticketing and incident logging systems
• Clear, calm communication—even when things get busy
• A cool head, problem-solving mindset, and love of ticking things off your list
• Independence—you’ll be working solo for some of your shift, and we’ll trust you to own it
• Bonus points if you’ve worked with SaaS tools, supported education software, or helped onboard others.

Why Apply?

Make it your own – you’ll be the lead support contact during your shift
Grow quickly – gain exposure to a wide range of queries and customers
Stand out – your work will be highly visible across the team
Shape the future – bring ideas, improvements, and energy to how we support globally
Be supported – full training, handovers, and ongoing development included

What Can You Expect From Our Application Process?

We know applying for a new role can feel daunting—so we’ve kept our process simple, supportive, and designed to help you shine. Here’s what happens once you hit “apply”:

Apply online
Submit your CV and a few details about yourself. No long forms—just what we need to get started and understand your background.

Initial Interview (plus Online Assessments)
A friendly chat with our Talent team and two short assessments (CCAT + EPP).

• The CCAT is a quick 15-minute timed test—best completed somewhere quiet with a pen and paper.
• The EPP is untimed, giving you space to work through it comfortably.

 Final interview
You’ll meet some of the team you’d be working with and talk more about the day-to-day of the role. We want to get to know you, but just as importantly, we want you to get to know us. This stage gives you a real feel for the culture, the people, and what it’s like to be part of IRIS.

 Ready to take the lead, grow your skills, and make a real difference after hours?
Apply now and be the support expert our international customers count on.

INDLOW

About IRIS

As one of the UK’s largest privately held software companies, IRIS Software Group exists to simplify the lives of businesses, schools and organisations.

IRIS provides software solutions and services that substantially enhance operational compliance, efficiency and accuracy, empowering the users of our technology to look forward with certainty and confidence.

Over 4 million parents use our software to connect with their child’s school, 18% of UK employees are paid via an IRIS payroll solution, 50,000 SMEs use IRIS cloud bookkeeping and 21,000 firms rely on us for legislative compliance.

Our operational software is the invisible but essential beating heart of our customers’ businesses, supporting them in a range of objectives, from maintaining legislative compliance to boosting engagement with stakeholders and enhancing productivity.

It’s vital these mission-critical functions work first time, every time.

That’s why IRIS helps businesses run the tough stuff, stay compliant and get operational tasks done right first time, every time – so they can focus on productivity and growth.

IRIS is a company built on hiring the best people; our people are our greatest assets.

They enable us to be the innovative, market-leading, and high-performing company that we are today.

We’re delighted to be certified as a Great Place to Work and one of the UK’s Best Workplaces for Women.

These accolades confirm that our employees have a consistently positive experience at IRIS, with the certifications considering employee wellbeing, diversity and inclusion, trust in management, effective communication and recognition/reward.

IRIS is committed to engaging, rewarding and empowering our employees, and this is central to what we do.

This is why we work to create an environment where employees feel like they are part of a team.

We believe in creating a culture of engagement and reward to develop your potential and offer long-term career success. We do this by:

Supporting our managers to be great leaders, providing inspirational management resources and offering dedicated management development training.

Rewarding individual excellence through dedicated initiatives and Employee Awards for demonstrating our values.

Offering regular training and development programmes tailored to each employee’s development needs and providing a commitment to a ‘learning culture’ which shares knowledge, best practice and our long-standing expertise between employees.

We’re committed to a culture of continuous improvement and listen to our employees via regular feedback sessions and employee engagement surveys.

Our employees love the colleagues they work with. We promote a positive environment where our people feel comfortable, make friends and support each other.

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